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Packaging Corporation of America · 5 hours ago

Senior Customer Service Representative

Plymouth, MI

Full-time

Onsite

Mid, Senior Level

$62K/yr - $67K/yr

5+ years exp

Packaging Corporation of America (PCA) is a Fortune 500 company that specializes in corrugated packaging and white paper products. The Senior Customer Service Representative is responsible for providing superior service to customers, managing complex accounts, and ensuring order accuracy and timely delivery.

Business DevelopmentManufacturingPackaging Services

Responsibilities

Receive, process, and track assigned orders through to scheduling

Consult with various internal departments to ensure order completeness, on-time delivery and accurate invoicing

Communicate significant information regarding customer accounts/orders to appropriate internal departments including ensuring Sales Representatives are informed of pertinent activity regarding individual accounts

Coordinate customer requests for product specifications, availability, shipping, quotations and estimates, samples

Serve as a link between the customer and the design, sales and production teams to meet customer requirements including scheduling production, securing delivery dates, addressing order changes, and resolving complaints

Maintain organized customer files

Investigate and resolve customer complaints including billing issues and escalates to Manager or appropriate internal departments when needed

Manage on-hand inventory levels and reconciles to customer orders, forecasts and just in time schedules; this includes taking physical inventory at month end

May provide direction and support to other customer service representatives and/or provide back up to Customer Service Manager as needed

Qualification

Customer service experienceOrder entry systemMicrosoft ExcelAnalytical skillsCommunication skillsOrganizational skillsTeamworkAttention to detail

Required

Education equivalent to high school diploma required

Five (5) years' previous work experience in a customer service role with experience handling customer orders on an order entry system, and maintaining / building strong positive customer business relationships

Strong working knowledge of computer systems including experience with Microsoft Word, Excel, and Outlook

Strong attention to meeting and exceeding customer expectations

The ability to network and build relationships with individuals of various experience and corporate positions

Strong active listening and evaluating skills

Strong analytical skills with the ability to handle detail oriented tasks and review multiple documents and reports

Able to work in a fast paced, deadline-oriented environment, prioritize assignments, and handle multiple tasks

Above average written and verbal communication skills with the ability to communicate to multiple audiences and purposes, and to effectively communicate with customers over the phone

Strong organizational skills with the ability to handle numerous details, deadlines, and requests

Able to work flexible hours or overtime as needed

Preferred

Associates degree or college accounting coursework

Two (2) years' previous work experience in the manufacturing sector, containerboard and corrugated packaging industry

Previous experience using an automated order entry system

Benefits

Bonus: Annual – Based upon individual contribution and overall, Company performance.

Paid Vacation: Three (3) weeks per calendar year. Pro-rata Vacation during the initial year of hire based upon start date within the calendar year.

Paid Holidays.

Within the first 30 days of employment, an employee (and their dependents) is eligible to enroll in certain benefit coverages -- medical, dental, and vision – and are automatically enrolled in life, AD&D, and disability coverages.

Upon hire, an employee is automatically enrolled in the 401k plan. The plan offers both pre-tax and Roth contribution options along with employer provided matching contributions.

Company

Packaging Corporation of America

Packaging Corporation of America (PCA) is the fourth largest producer of containerboard and corrugated packaging products in the United It is a sub-organization of vapepackagingboxes.

Founded in 1959

Lake Forest, Illinois, USA

10001+ employees